**Description**:
We have a wide variety of career opportunities around the world — come find yours.
**Airport Operations**
The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.
**Job overview and responsibilities**
- Engage front-line co-workers to deliver excellent customer service and an on-time quality product - for example, participate in briefings, and develop team communications
- Engage and recognize external customers
- Monitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures, and standards
- Monitor the performance of a team, zone or cell, taking actions as necessary, to ensure daily goals are met
- Assess and delegate the appropriate work tasks to Service Directors/Leads/Pursers
- Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work
- Conduct trend analyses, review key metrics and take actions to address items not on track - lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards
- Develop and implement standard work and continuous improvement processes
- Set expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and product
- Provide front-line co-workers with regular coaching, feedback and recognition, as appropriate
- Develop skills of front-line co-workers by coaching on performance, as it relates to customer service and products
- Communicate effectively to ensure priorities are understood and acted upon,



with clear turnover for continuity across shifts
- Develop actions plans to affect behavior change (e.g. dependability, overall job performance)
- Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently
- Identify, address and issue appropriate and timely corrective action in accordance with guidelines
- Conduct “routine” investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues
- Recognize and document excellent performance
- Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United’s customers
- Participate in peer, safety and accident review boards
- Confront and address inappropriate behavior and performance issues with specific feedback
- Complete all mandatory regulatory and Company required documentation of activities
- Document performance issues into case management system
- Attend division/unit/group meetings
- Participate on collateral projects
**This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.**




**Qualifications**:
**Required**
- Bachelor's degree or 4 years of relevant work experience
- Experience leading and influencing a team and customer service experience
- Strong written and oral communication skills
- Conflict resolution and decision making, with the ability to lead
- Experience supervising Union personnel a plus
- Proficient in IT systems and common software appropriate to work group
- Knowledge / Skills / Abilities: List all KSAs that are required to perform essential functions of the job
- Ensure front line co-workers are delivering on service, performance and safety objectives set by the company and station.
- Operational performance (D:0, A:14, bridges, late weights, freight and mail boarded as booked)
- Controllable Expense (Easy Hours, late lunches)
- Revenue generation (upsell)
- Front line performance (SSEs)
- Safety performance (OSHA, LTI, damages)
- survey results-UP, lower number of employee grievances
- Improved union relations
- working within contractual language
- Business Acumen/Continuous Improvement
- Customer Focus
- Conflict Resolution
- Accountability
- Teamwork
- Engagement/Motivation
- Safety orientation
- Planning/multi-tasking
- Must be legally authorized to work in Mexico for any employer without sponsorship
- Must be fluent in English and Spanish (written and spoken)
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential function of the position
**Preferred**
- Bachelor's degree
Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT

📌 Supv - Airport Operations Mty (Monterrey)
🏢 United Airlines
📍 Monterrey